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Genesys Cloud CX vs Salesforce comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Feb 4, 2025

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
6.6
Genesys Cloud CX enhances client interactions, increases profit margins, and offers benefits like global MI and secure payments.
Sentiment score
7.9
Salesforce optimizes internal processes, boosting sales conversion and ROI through effective lead tracking, instant recommendations, and improved engagement.
 

Customer Service

Sentiment score
7.5
Genesys Cloud CX support is praised for responsiveness and efficiency, with some delays and variability in complex cases and regions.
Sentiment score
7.3
Salesforce support is praised for quick issue resolution, beneficial seminars, and superior service compared to alternatives like Microsoft.
 

Scalability Issues

Sentiment score
7.8
Genesys Cloud CX excels in scalability and user-friendliness, making it ideal for large call centers with numerous agents.
Sentiment score
8.1
Salesforce is highly scalable, efficiently managing increased usage for medium to large companies, with seamless integration and minimal performance issues.
The scalability of Genesys is excellent.
The solution is considered scalable and receives a rating of seven on a scale of one to ten.
 

Stability Issues

Sentiment score
7.9
Genesys Cloud CX offers strong stability with AWS support, high uptime, and reliable performance backed by redundant networks and support.
Sentiment score
8.4
Salesforce is praised for stability, consistently rated highly, with minimal downtime and seamless integration, despite occasional minor issues.
Genesys is brilliant concerning stability.
 

Room For Improvement

Genesys Cloud CX needs better automation, integration, pricing, and support, plus improved configurability, reporting, and workforce management.
Salesforce requires enhancements in integration, AI, user interface, performance, report generation, and pricing to improve competitiveness.
There is room for improvement in the solution's pricing structure.
Their WFM product is still pretty immature.
 

Setup Cost

Genesys Cloud CX is costly yet competitive, offering flexible, customizable licenses and pay-as-you-go pricing for potential savings.
Salesforce's pricing is seen as costly, especially for enterprises, with high fees influenced by user count and usage.
Overall it's affordable, as indicated by a pricing rating of four out of ten.
Genesys' licensing model is flexible, though not the cheapest.
 

Valuable Features

Genesys Cloud CX provides a reliable, scalable solution with extensive integrations, robust tools, and cost-efficient services with 99.99% availability.
Salesforce enhances business efficiency with customizable CRM, real-time data, and integration, offering scalability and industry-specific adaptability.
The real-time analytics feature has impacted decision-making by providing visibility to service SLAs and understanding customer journeys.
The integration of CTI within the IT system is a particularly valuable feature.
 

Categories and Ranking

Genesys Cloud CX
Ranking in Customer Experience Management
5th
Average Rating
8.8
Reviews Sentiment
6.7
Number of Reviews
12
Ranking in other categories
Contact Center Platforms (3rd), Workforce Engagement Management (1st), Contact Center as a Service (CCaaS) (3rd)
Salesforce
Ranking in Customer Experience Management
3rd
Average Rating
8.0
Reviews Sentiment
7.9
Number of Reviews
36
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of February 2025, in the Customer Experience Management category, the mindshare of Genesys Cloud CX is 7.1%, up from 2.4% compared to the previous year. The mindshare of Salesforce is 6.0%, up from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Customer Experience Management
 

Featured Reviews

ABHAY MISRA - PeerSpot reviewer
Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers
The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.
Chandan-Kumar - PeerSpot reviewer
The order form they use is quite easy to use but has room for business sector maturity
For a common business, I would recommend Salesforce if they face any challenges, especially because the cloud version is quite handy. However, for manufacturing-type companies, I would not recommend Salesforce as it is too simple and might not cover all their requirements. I'd rate the solution seven out of ten.
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Top Industries

By visitors reading reviews
Educational Organization
21%
Computer Software Company
12%
Financial Services Firm
11%
Manufacturing Company
6%
Financial Services Firm
18%
Educational Organization
12%
Computer Software Company
12%
Comms Service Provider
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?
Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...
What do you like most about Genesys Cloud?
Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.
What is your experience regarding pricing and costs for Genesys Cloud?
Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.
What do you like most about Salesforce?
The solution's analytics reporting features are quite good.
What is your experience regarding pricing and costs for Salesforce?
Pricing is something I'm not directly involved with, as I'm just looking at the data competencies and how exactly things are running.
What needs improvement with Salesforce?
More understanding from the business standpoint will help Salesforce. It needs more maturity towards different business sectors such as retail, manufacturing, and semiconductors. It's very good for...
 

Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud
No data available
 

Overview

 

Sample Customers

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox
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Find out what your peers are saying about Genesys Cloud CX vs. Salesforce and other solutions. Updated: January 2025.
837,501 professionals have used our research since 2012.